VACANCY NOTICE. Vacancy Notice No: CAT-6 (WRO-21)/SSA Date of Issue : 24 June Title: Assistant (ICT) Deadline for application : 10 July 2015

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1 House No. CWN (A) 16, Road No. 48, Gulshan - 2, Dhaka 1212, Bangladesh Tel.: (880-2) (hunting), Mail: sebanregistry@who.int, Web Site: VACANCY NOTICE Vacancy Notice No: CAT-6 (WRO-21)/SSA Date of Issue : 24 June 2015 Title: Assistant (ICT) Deadline for application : 10 July 2015 Contract type: Special Services Agreement Grade: SSA6 Duration of contract: Initially one year (may be extended) Duty Station: Dhaka, Bangladesh Organization unit: Country Office for Bangladesh Annual salary range: BDT 806,895/= plus other admissible allowances. Purpose of the position: To support the Information and communications technology aspect of the activities in the WHO country office, by providing day-to-day technical assistance to WHO end users in a reliable manner, and ensuring timely and effective resolution of incidents and problems encountered by users. To contribute to proper functioning and the further development of Network and workspace services in the WHO office in Bangladesh, enabling and facilitating effective use of ICT services by end users and achieving a higher level of user satisfaction. The ICT will also provide advice and support to Ministry with regards to ICT aspect of national health program Job Description: Under the supervision of the Administrator Officer and the Regional Technical officer (RTO) and ICT team in Regional Office, the incumbent is responsible to assist in delivering timely, reliable and effective end-users support on all supported software and hardware platform via phone, and proximity support. It includes root cause analysis, dispatching and monitoring service requests, assist in efficient implementation of new projects and update end-user documentation. It also includes logging security events received on service desk and take proper action to address any security threat, support operations of video-conferences, tele-conferences, cyber-café, WHO official mobile devices, contribute in technology assessment activities. The incumbent would also be required to regularly interact with end-users at all levels to provide operation support in WHO office. He / she would be expected to interact with vendors, service providers, ICT/SEARO, GSD and ITT/HQ for call escalation and expediting the problem resolution. He/she would also assist in providing end-users coaching/ training as required. Summary of assigned duties : Under the supervision of Administrative officer in WHO office, the incumbent will perform the following duties 1. Ensure efficient and effective maintenance support of ICT backend infrastructure: Provide support for maintenance of server infrastructure based on virtualized servers; Maintenance and monitoring of Server room in WHO office; Log and security management for all servers and networking devices in the server room Provide support for implementation of Cisco IP telephony in the WHO office; Management of V-SAT, MPLS links and Internet link installed at WHO office; Management of file and print server with the support of ICT/ SEARO; Daily/ weekly backups of all severs as per backup policy;

2 2. Ensure timely, reliable and effective end-user support: Assist in implementation of managed desktop environment in the WHO office as per the established global guidelines; Provide IT end-user support at all levels, via phone, , and proximity support on the standard software and hardware platforms; Provide moves /add and changes for end users devices including telephones and provide support for end-users peripherals as well as WHO official Mobiles devices including Blackberry, iphone, ipads and laptops; Perform root cause analysis for problems in collaboration with the ICT Coordinator and ICT/SEARO teams as needed; Ensure all service requests are handled and promptly updated and closed using the WHO Service Desk system and conform to established service desk standards; Provide end-user coaching and training, as required; 3. Provide efficient operational support for video-conferences and tele-conferences. 4. Assist in smooth conduct of ICT operations in the managed desktop environment complying to global and regional guidelines. 5. Assist in technology assessment, participate in testing, and provide input and feedback to other ICT teams regarding the development, performance and enhancement of the WHO computing environment. 6. Maintain an up-to-date inventory of all ICT infrastructures and regular update of the Staff Loan card. 7. Frequent visits to other WHO offices in Bangladesh to ensure that ICT systems are effectively managed and operational. 8. Update technical documentation of ICT setup in WHO office on regular basis 9. Carry out any other duties relevant to the job, as required by the supervisor.

3 Required qualifications : Functional Knowledge and Skills Extensive Knowledge and experience in configuration, implementation and maintenance of Servers, desktop computers, patch management, laptops, desk phones and other ICT devices Good understanding of Virtualized Server Platform Very good understanding of Microsoft server and desktop technologies Technical expertise on Cisco Network Equipment like switches, routers and IP telephony Sound knowledge of ICT management good practices and industry trend particularly those pertaining to desktop services and information security management Proficiency in managing Windows operating systems and troubleshooting and resolving issues in Windows environment including but not limited to Operating system, Microsoft Office, Anti-Virus and security, as well as IP based desk phones and mobile devices. Good technical document writing skills Proficiency in using services desk tools for logging tracking service requests and building knowledge base Understanding of video / tele conferencing. Additional Functional Knowledge and Skills A formal training, certification and extensive experience in server and desktop hardware / software support. Very good understanding of Microsoft server and desktop technologies. Good presentation skills and document writing skills. Ability to meet deadlines and produce result, cope with constant work pressure, adapt to change in technology and move forward in changing environment. Educational Qualification Essential Secondary School education supplemented by relevant course in information technology from Government / recognized Institute. Desirable Four years Bachelor degree in information technology or Bachelor degree in engineering or science from Government / recognized Institute. Microsoft / Cisco Certification ITIL Foundation Experience: At least five years of experience in networking environment including server management and enduser support for Windows desktop environment. Should have working knowledge on Cisco IP Telephony, Audio/ Video Conferences and ITIL Based service delivery. Competencies Teamwork Respecting and promoting individual and cultural differences Communication Overall attitude at work

4 NOTE: Applicants should submit a brief resume of their relevant experience and other qualifications together with 2 sets of completed Personal History Form (PHF), Screening Questions, copies of educational certificate and give reasons for being suitable of the post. A Personal History Form and detailed vacancy notice can be downloaded from Applicants are advised to send their applications by courier/registered mail to: The WHO Representative, House No. CWN (A) 16, Road No.48, Gulshan # 2, Dhaka-1212, Bangladesh. A written test using computer and interview will be held only for qualifying candidates. "WHO is committed to workforce diversity". We regret that due to large volume of applications normally received, applications cannot be acknowledged individually. Any attempt to unduly influence on WHO s selection process will lead to automatic disqualification of the applicant. WHO has a smoke-free environment and does not recruit smokers or other tobacco users

5 VERIFICATION OF DATE AND PLACE OF APPLICATION TO VACANCY You are submitting your application for the following vacancy: Assistant (ICT) Contract Type : Special Services Agreement, Level SSA-6 Ref: CAT-6 (WRO)/SSA-21 I confirm that my Personal History Form has been properly updated and that I am submitting my application for the vacancy mentioned above. Kindly respond to the questions below to the best of your ability. 1. Do you smoke or use tobacco products? 2. If you currently smoke or use tobacco products, would you continue to do so if employed by WHO? (If you responded No to the question above, answer No here) 3. Have you completed four years Bachelor degree in information technology or Bachelor degree in engineering or science from Government / recognized Institute? 4. Do you have at least five years of experience in networking environment including server management and end-user support. Should have working knowledge on Cisco IP Telephony, Audio/ Video Conferences and ITIL Based service delivery? I certify that the statements made by me in my personal profile are true, complete and correct. I understand that any false or misleading statement, or withholding relevant information, may provide grounds for the withdrawal of any offer of appointment or the termination of employment. Date:. Full Name:.. Place:. Signature:...

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